FAQs

How can I contact Alurance?
You can email us at info@alurance.com where our customer service team will be happy to help you with whatever you need!

Do you ship worldwide?
Yes, we ship worldwide.

Where do you ship from?
We ship from Hong Kong.

Can I change or cancel my order?
As we aim to process orders as fast as possible, you must request any changes or cancellations within 12 hours of ordering. All requests after this time will be denied. However, your order can be returned for a full refund once received.

What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.

When will my order be processed?
All orders are handled and shipped from our warehouse. Please allow extra time for processing during holidays and sale seasons. We process orders between Monday and Friday, within 1-3 business days from the order date, and ship the next day. Please note that we do not ship on weekends.

How long will it take to receive my order?
Due to high demand, orders may take between 2-4 weeks to arrive.

What if I don't receive my order?
If your order doesn't arrive within 30 days of shipping, you're eligible for a full refund.

Will I be charged customs and taxes?
The prices displayed on our site are tax-free in Euros, so you may be responsible for duties and taxes once you receive your order. Import taxes, duties, and related customs fees are determined by your local customs office, and payment of these charges is your responsibility. We are not liable for delays caused by customs. For details, please contact your local customs office.

How do I return an item?
Please contact us at info@alurance.com

What if the item(s) I received are defective, incorrect, or damaged?
If you've received merchandise that is incorrect, missing, or defective, please contact us with your order number, photographs of the item(s), and any related references. We'll do our best to resolve your case as quickly as possible.

When will I receive my refund?
Refunds will be credited to your original payment method. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receiving the returned item or cancellation request. Please contact your card-issuing bank with questions about when the credit will post to your account. If you haven't received your refund yet, please check with your bank or credit card company, as it may take some time before it's officially posted.